# Strategic Customer Success Manager – ANZ Corporate

**Company**: Thomson Reuters
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://thomsonreuters.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/Australia-Pyrmont-New-South-Wales/Strategic-Customer-Success-Manager_JREQ201852?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_83dc32be-f9e

## Description

We are seeking a Strategic Customer Success Manager to drive customer outcomes across our largest and most strategic customers in Australia and New Zealand. As a key member of our team, you will work closely with Strategic Account Managers to ensure our customers achieve measurable business value from their Thomson Reuters investment.

**About the Role**

In this opportunity as a Strategic Customer Success Manager, you will:

- Own the post-sale customer lifecycle for a portfolio of strategic enterprise accounts.

- Develop and execute Customer Success Plans aligned to customer business priorities.

- Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) and strategic governance meetings.

- Drive product adoption, utilisation and time-to-value across Thomson Reuters solutions.

- Monitor customer health, identify risks early and execute retention strategies.

- Partner with Strategic Account Managers to identify expansion, cross-sell and upsell opportunities.

- Build trusted executive relationships with customer stakeholders.

- Act as the Voice of the Customer across Product, Support, Professional Services and Sales.

- Coordinate internal resources to ensure successful delivery and customer outcomes.

- Capture customer insights, success metrics and engagement activities within Salesforce.

- Develop customer advocates, references and long-term strategic partnerships.

**Success Measures**

- Renewal and retention performance.

- Customer health and adoption metrics.

- Executive engagement across strategic accounts.

- Customer satisfaction and advocacy.

- Expansion pipeline generated within existing customers.

- Delivery of Customer Success Plans and Quarterly Business Reviews.

- Reduced customer risk and churn.

**About you**

You are a fit for the role of Strategic Customer Success Manager if you have the following qualifications:

- 5+ years in Customer Success, Strategic Account Management or Enterprise SaaS.

- Experience managing enterprise or strategic customers.

- Strong executive stakeholder engagement.

- Commercial mindset with the ability to identify growth opportunities.

- Strong analytical, communication and problem-solving skills.

- Experience working within cross-functional matrix organisations.

- Familiarity with Salesforce and Customer Success platforms.

- Exposure to Tax, Legal, Risk or Compliance solutions is advantageous.

**What's in it For You?**

- Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.

- Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities.

- Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions.

- Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

- Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more.

- Social Impact: Make an impact in your community with our Social Impact Institute.

## Skills

### Required
- Customer Success
- Strategic Account Management
- Enterprise SaaS
- Executive stakeholder engagement
- Commercial mindset
- Analytical skills
- Communication skills
- Problem-solving skills
- Cross-functional matrix organisations
- Salesforce
- Customer Success platforms

### Nice to have
- Tax
- Legal
- Risk
- Compliance solutions

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Source: [Apply at thomsonreuters.wd5.myworkdayjobs.com](https://thomsonreuters.wd5.myworkdayjobs.com/en-US/External_Career_Site/job/Australia-Pyrmont-New-South-Wales/Strategic-Customer-Success-Manager_JREQ201852?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)